Outline
- Abstract
- Keywords
- 1. Introduction
- 2.literature Review
- 3.research Method
- 3.1.sample
- 3.2.measurement
- 4.data Analysis and Results
- 4.1.reliability and Convergent Validity
- 4.2.path Coefficients and Predictive Ability
- 5.discussion
- 6.implications
- 6.1.theoretical Implications
- 6.2.practical Implications
- 7.limitations and Future Research
- References
رئوس مطالب
- چکیده
- 1. مقدمه
- 2. بازنگری مطالب قبلی
- رهبری
- مدیریت از طریق واقعیت
- کل کار یک فرایند است
- کار تیمی
- مدیریت مردم محور
- بهبود دائمی
- رضایتمندی شغلی
- 3. روش تحقیق
- 3.1 نمونه
- 3.2 سنجش
- 4. تحلیل داده ها و نتایج
- 4.1 قابلیت اطمینان و صحه گذاری همگراء
- 4.2 ضریب مسیر و توانایی پیشگویی
- 5. بحث و تبادل نظر
- 6. پیچیدگی ها
- 6.1 پیچیدگی های تئوریک
- 6.2 پیچیدگی های عملی
- 7. محدودیت ها و تحقیق آینده
Abstract
The main aim of the study was to evaluate the relationship between leadership, management by fact, continuous improvement, all work is process, people based management, teamwork with job satisfaction of the frontline employees of 3, 4 and 5 star hotels in Tehran, as well as the relationship of the job satisfaction with the organizational citizenship behavior. The study contained 314 questionnaires which were collected from the frontline employees of the hotels in Tehran. The data were analyzed using PLS in order to evaluate the relationships between the business excellence practices with job satisfaction and organizational citizenship behavior. Having adopted the questionnaires it has been investigated that only leadership and teamwork had non-significant effect on job satisfaction of the frontline employees working in three, four and five star hotels of Tehran that led to organizational citizenship behavior. The study suggests various implications for the hotel managers, politicians and policy makers of Iran, in order to achieve higher levels of job satisfaction as well as organizational citizenship behaviors in their hotels.
Keywords: Business Excellence Practices - Hotels - Iran - Job Satisfaction - Organizational Citizenship Behavior5. Discussion
The results of this empirical study clearly present the effects of Business Excellence practices in the hospitality sector. The empirical findings also demonstrate that leadership, management by fact, processes, teamwork, employee orientation and continuing improvement are significantly and positively associated with job satisfaction.
The empirical research findings are consistent with prior empirical studies that employee satisfaction is positively related to OCB (organizational citizenship behavior), even though the sector is very challenging; salaries are not so high, the tasks require long hours working, turnover is very high and the sample consist of frontline employees in this study. While several prior researches in the service quality management have examined the relationship between satisfaction and loyalty (Chang et al, 2010; Jun et al., 2006) in the HRM perspective, this study is the first to examine the role of Business Excellence practices in the hotel sector, by directly taking into consideration frontline employees in Tehran, Iran. The empirical results indicate both; BE practices acts indirectly on OCB through the mediating effect of job satisfaction; and leadership and teamwork have insignificant effect on employee satisfaction. Those results show that the hypotheses are supported except for two.